Customer Service & Sales Support Specialist

The primary contact for our retail customers, this role addresses questions and provides solutions promptly, ensuring timely follow-up. Consistent, effective customer service builds positive relationships with customers, vendors, and corporate staff. The Specialist also sets up products, maintains items, and prepares for trade shows. They ensure all product information, including specifications and pricing, is accurate in the customer’s system.

Essential Functions:

Sales Support

· Communicate with vendors to obtain accurate product information and upload to customer systems.

· Ensure all current products in the customer’s system and website reflects accurate terms, contact information, pricing, and product specifications for each vendor/product.

· Support sales in creating order forms, signage, and marketing materials for trade show preparation and execution.

· Perform post-trade show responsibilities, including capturing sales for each vendor.

· May perform backup responsibilities for other roles to cover absences or workloads.

Customer Service

· Respond to incoming calls and emails to the customer service email address, following customer service best practices.

· Address customer questions promptly (within 48 hours).

· Provide quotes and process orders, including handling defective claims, returns, orders, and cancellations.

· Resolve product or service problems by clarifying concerns, determining causes, exploring solutions, expediting corrections, and following up.

· Build trust through open and consistent communication.

· Collaborate with co-workers to resolve issues.

· Organize and manage documents on product assortment, pricing and order management.

Qualifications and Specifications:

· Two or more years of customer service, sales support, or related role experience.

• High school degree or equivalent. Associates or bachelor’s degree in marketing, business administration, or a related field is preferred.
• Excellent interpersonal and communication skills (written and verbal).
• Strong problem-solving skills and analytical abilities.

· Demonstrated initiative in adding value.

• Proficiency in Microsoft Office (Excel, Word, Teams, Powerpoint).
• Strong organizational and time management skills, and ability to prioritize.
• Strong attention to detail and accuracy.
• The ability to multitask and quickly switch focus.

Job Details:

· Hybrid Work – 3 days in office / 2 at home

· Paid Vacation

· $55-$75k salary

· M-F 8am-5pm

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Paid time off
• Work from home

Work Location: Hybrid remote in Grand Rapids, MI 49505